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Club Manila East: Our unfortunate experience with CME

Last April 19, bloggers were invited to attend the soft launch of Zip Line at the Club Manila East (CME) Resort at Rizal. As one of the lucky bloggers, I, too, was privileged to witness the momentous event and since invited bloggers were allowed to bring at most two companions, I tagged my brother and my cousin along. Anyway, we were granted a one day free complimentary stay at the resort and we really enjoyed the day as we dive, surf and fly. It was really a fun and memorable day plus we are thankful to the CME for giving us the opportunity to experience that one of a kind event.

My cousin, Roel, had a great time taking pictures and videos of the said event, even though he is not a blogger, he loves to do so, then edit and upload them either on Youtube or in his Facebook account. So, after the event, Roel, together with his sister, Trixie, edited the video he took during the event then uploaded it to Youtube.

Original video which has been made prior to the contest

As for me, I uploaded and posted the video in my Facebook account where the Marketing Consultant of CME, saw it and suggested that we join the CME’s Online Video Contest as she found the video to be “amazing”.

We decided to follow her suggestion since according to the mechanics of the contest “anyone can join”. So, both Roel and Trixie once again edited it to make a one-minute video entry for the mentioned online video contest, we then submitted our entry.

1-minute video entry for Summer High with CME Fly contest

But wait! The story does not just end there.

Here’s the interesting, frustrating and annoying part of the story: After the deadline, Roel, who submitted the entry, received a private message via Facebook from a representative of CME, saying that “Bloggers are NOT allowed to join the Video Contest”. Out of curiosity, Roel asked why his entry was invalid because in the first place he’s not a blogger and the fact that the mechanics clearly stated that “anyone can join”.

My cousin also added that CME grabbed and posted his personal video (the first video he and her sister made) on their account and used it as CME’s promotional video without even consulting him or asking permission from him or his sister. He also told the CME representative that even a simple credit will do but to his dismay, a CME representative pointed out that since the CME gave us a free entrance to the resort, which we really appreciate, the video can be AUTOMATICALLY grabbed.

Is that so? Are they familiar with the word “RESPECT”? Besides, it was not stated in the contract, or we were not informed earlier that pictures or videos personally taken by the bloggers and/or their companions during the event and uploaded online can be AUTOMATICALLY grabbed by CME.

We also suspected that the Roel’s video was not allowed to join the contest maybe because it was taken from the original video that the CME posted on their Facebook account wall and used as promotional video.

(My cousin’s video was posted on CME’s Facebook page on April 25, but it was removed on May 5)

In addition, what also pissed us off was the fact that we exerted our time, effort and expertise to make that video for the entry and then, they’ll just simply send us a message that “Bloggers are NOT allowed to join the Video Contest” without even bothering to explain why?! Is this proper?! Common sense tells us that we should be receiving valid explanation from the management.

CME representative mentioned that she talked to their VP and that they decided to consider the entry, my cousin told her to remove his entry to give chance to others. No, we’re not after the prize, that’s what we emphasized to our message to CME representative. We just like to receive official statement from the CME’s management, especially regarding the statement of CME representative that “…it can AUTOMATICALLY be grabbed”. And we also would like to know if the “CME representative” is the authorized person to talk to us regarding this issue, so we asked for an explanation from their officials and even gave them a week to issue their official statement regarding the matter.

I sent more than 2 emails (May 3, May 5) and text messages to their Marketing Consultant and we were advised that my emails were sent to the CME Management. But we never heard from them even until now (it’s been 2 weeks already since we asked for explanation).

Now, what do you think we need to do to resolve this issue? We don’t need a public apology. We don’t need financial compensation. We don’t need fame. A simple call will do.. An explanation and/or assurance that this will not happen again to anyone. Or just acknowledge the issue.

Though the CME representative sent her apologies already, we just simply need to receive a valid explanation/clarification from CME Management about CME representative’s statement regarding the video that “…it can AUTOMATICALLY be grabbed” and how the CME representative talked to my cousin (see the full conversation below). Furthermore, we also would like to know if the CME representative is the right or the authorized person to talk to us.

So, if you can read this, CME Management, we will be waiting.

Anyway, here are some Points for Improvement Club Manila East may consider

1. Always, Always, Always credit your source. If you use video clips, photos or anything else that belongs to someone, other than yourself, ask permission and credit.

2. If you’re having a promo/contest, make sure it has a clear set of rules/mechanics.

3. Customer Service

Good customer service is an integral part of any business or organization. Any profession that requires interaction with the public needs to exercise effective customer service skills in order to gain and retain customers.

Make sure employees know and use your customer service policy (if you have one)

Always be polite to your customers. Use the words your welcome, please, and thank you. Be polite to your customers even if they are being irate with you. Always apologize to your customers should you make a mistake. Admit your mistakes quickly and make it up to them in a big way.

Have an authorized person to handle customer-service problems/inquiries. Make sure to perform appropriate follow-up as needed.

Anyway, I’m from Cainta Rizal, a neighboring town of Taytay Rizal where Club Manila East is located, and as much as possible I want to help Club Manila East grow/improve their business because we, Rizalenos, will benefit in some way.

I really do hope CME management will consider these feedbacks, I know that constructive feedback always yields the best results!

Update January 2012: We haven’t heard from their management! They just simply ignore our concern. We are just disappointed on how their treat us! It’s not really our lost, anyway! I rest my case!

If there’s no written agreement of them having exclusive rights to photos or videos you take inside their resort, it’s not acceptable that they won’t even credit the one who made it.

Also, they have to work on their customer service representatives. Realyn’s responses are disrespectful and unprofessional. There’s no excuse, no matter how busy you are, when you are representing a company such as Club Manila East, you should be wary with how you speak to current and future customers.

It seems Club Manila East needs to INVEST in personnel development sessions, not only in how to deal with customers, but also regarding copyright issues. And why shouldn’t you ask compensation for the video they used? You guys spent time to make it; it’s your expertise. Besides, they have a budget for promotional materials. Kapal ng mukha to use without permission. Too many people think that any creative work –whether writing or videos– can just be used by anybody. Hopefully they will learn their lesson. Thank you for sharing this with us.

Awts! so far sa pagkaka intindi ko sa mga ganyan, dapat umpisa pa lang kasama yon sa invitation nila, kunyari “as part of the privilege chorva, the company will be given sole rights to videos and other form of footage for advertisement purposes blah blah”

Rowena, parang ganun n nga gusto nilang sabihin. Kung may agreement naman in the first place, wala namang problema samin. The video was uploaded April 25 pa, but wala naman silang narinig samin until they sent us a message regarding the video entry and when Rea told my cousin na since they invited us they can AUTOMATICALLY grabbed the video. take note it was downloaded from my cousin’s youtube account. and their reason baka daw kasi naexcite lang daw sila kaya dinownload nila. Kung naexcite sila, they can play it in youtube kahiot paulit ulit pa

Hi Dennison, I have nothing against Realyn personally. kaya nga I decided not to reveal her full name. I just want CME to do something about their customer service. I know napagutusan lang sya but she could use more polite words para walang naooffend. Or better if CME will get a person who will handle customer concerns, hindi ung since “friend” sya ng cousin ko sa facebook, sya na ung makikipagcommunicate samin.

i think cme can learn a thing or two about good customer service + public relation. correspondences with you cousin are really done in good taste, plus they ought to learn about simply courtesies, too! hopefully, they reply to this post + give you an official apology. blogger or not every customer should be treated with utmost respect.

This is crazy! I hope CME shapes up. It is a total turn off, to say the least.

Even if you have the nicest of facilities but you suck at customer service, even in something so simple as to how to go about a contest, people will know sooner and later. Word can get around. And it’s not as if you cannot afford to pay for the accommodation yourself! Nakakaloka!

di man sakin nangyari to–I still see it as an assault and insult to us bloggers. they should know better. right move Iris–to be fair, you tried to settle things and talk to them properly but since matigas sila at mukhang di sanay makipag-usap ng maayus yang representative nila, tama lang yan. you have my support on this one!!!!

It was a bad move that they allowed Realyn have a conversation with you. Is she even in the position to represent CME? Even if she was busy at a time, that doesn’t mean that she can be rude and unprofessional to you and your cousin. Sana maayos nila yang management nila.

@Real–di sa nakikisawsaw pero I was also invited sa CME surfing cup last time and magkasama kami ni Iris don—I knew about this incident nung namention ni Iris and na explain ng mabuti sakin—and with this blog entry—talaga namang nadiscuss ng husto at maiintindihan ng mga readers kung anu talaga nangyari. enough time was given to you but you wasted it. I guess you have a lot to learn about DAMAGE CONTROL pero withy the looks of it para mo pa atang pinalala. and now that its out —people would definitely know about it and bloggers will not be happy about this for sure.

CME really owes an apology and EXPLANATION to the author of this post and to whoever involves in here. Bloggers are people, customers and guests regardless if they were given a day pass to any events such as this.

It’s just right to share issues like this so that bloggers will be informed and the management can do something about it as well. If you’re a blogger and you’re invited for the event, they should RESPECT you. So rude of them to insinuate – your entrance is free, so we’re free to tag/grab videos. Pero practice ko, if nainvite ako and I wrote something about the event, ako mismo yung nagtatag sa organizer or company. But on your case, iba eh. Sana maayos nila to.

CME really has to improve a lot with their customer relations – personal interaction with clients, phone conversations and web messaging. I was there last May 8, 2011, sorry to say but their front liners are not accommodating. Days before that, I inquired several times over the phone, and I guess the phone operators have to be re-oriented again with what CME is and what they are offering.

I have been in this place many times since they started, and I always go back because they really have nice amenities to offer plus the fact that it is near my place. I am amazed with their wave pools (beach and ocean wave pools), and now with their zip line.

Club Manila East has improved a lot since they have started, I hope CME management and employees will also continuously improve. Concerns have to be answered and not neglected nor disregarded.

if i post in my fb page this link, how long do you think before my friends start posting it in theirs? And their friends? And their friends? Something is telling me that someone needs to act fast. Hmmmm

@Phil.. how can you say that bloggers are gossipers? because a lot of bloggers commented on this issue? well it seems that you don’t understand the whole story. it doe snot only involve Iris and her cousin but the whole blogosphere because clearly, CME stepped on a blogger’s right when they claimed that since the blogger is given a day pass on the resort, they have the right to grab their video automatically..

@Real I wonder, are the spokesperson of CME? why are you the one communicating with these people? I think the management should clear this and if ever you really are the official spokesperson of CME, they have so much that needs to be improved.

That girl — Real, doesnt have a clue of what customer service means. Shes’s not polite at all. I find her arrogant. If she just handled the situation well and apologize for her mistake maybe things would not turn out this way. It’s all her fault.

Dear Miss Real, you failed to get the point. Your resignation has nothing to do with the issue. This is not about you. This is about the company (i.e. Club Manila East), how it failed to give crystal clear mechanics upon promoting a contest, and how the company fails to respect intellectual property rights.

Rea, it seem that you dont’t understand whts goin on, what is the issue, u don;t need to resign if you handle this issue in right disposition, you don’t know the word respect, if you post something that u don’t own, ask permission to the owner..hindi lahat gusto makita ang picture at video nila, sumali lang sila, dahil u invited them to join..and then u didnt ask them that u will use their video and at the same tym u will disqualify them,,tama ba un, at mag seminar ka rin ng good relations to customer, to promote help ur company..yan ang magiging aral mo sa buhay..respect..good manners na pinag aaralan elementary days pa..

@Rea nothing will be solved kapag nag-resign ka. Like what the blog poster said, this is not a personal attack to you. If you read and understood the blog post you should know that all they ask is an explanation why certain things happen. If you feel that you really did something wrong then own your mistakes and tell your bosses that you made a mistake. If it’s true that you are only following orders from your boss then CME should be professional about this issue, contact whom they offended, explain and apologize.

Rea saying that she will resign means she is admitting that she messed up with the public relation. My guess is–she acted mostly without the knowledge of her boss. Too bad she was not able to quell the fire before it became too big to distinguish. I hope you realize now how conter-productive your actions were. For a place like CME which is trying hard to compete with many attractions around town, you should realize that you cant afford bad publicity like this lalo pa kung kagagawan ng incompetent na employees–yes, I see this as incompetence in public and customer relations. wake up CME. I live in Binangonan and now–I would rather spend my buck in SM Taytay rather than go to CME. ouch!!!!

we are all saying its not about Realyn… and itsd about CME.. i agree…. but for Chrissakes… Realyn, resign ka na lang.. you are not fit to be in a position where you will be speaking with people. pang sa malamig ka lang

Realyn, iha. You’re still not getting the point no? Quit reacting because it’s not doing YOU and CME any good.

Someone from the upper management or your superior should reply to this issue, NOT YOU. Sinasaktan mo lang sarili mo, wag masukista ha, ineng? In the first place your bosses should have trained you first before allowing you to reply to customers’ concerns – parang binitawan ka lang sa dagat kahit di ka naman marunong lumangoy o sumisid.

@ Real: less talk, less mistakes…it only shows how naive you are. Anyway, one tip…STOP POSTING YOUR COMMENTS! It would just do you more harm. You said your piece, you’ve apologized and that’s it.

Next step is, talk to your boss at CME and tell them about this. I’m pretty sure thay have no idea yet about this issue, either you are trying to cover it up, that’s why they have not replied and reacted or CME doesn’t know anything about Customer Service and they don’t care at all.

Real I am sure you are super stress and problematic on what’s happening. Don’t worry, this will pass. Im pretty sure that you will learn a lot from this experience. Darating din ang araw na you will look back and matatawa ka na lang sa mga pagkakamali mo. I do hope that this will serve as a lesson to you in dealing with people, specially in customer relations.

I found your site through my friend Faye, since she re-posted my blogpost about our very unfortunate experience with CME. CME’s security sucks big time 🙁 Here’s the full story of what happened to us there (our camera and iphone were stolen inside a locked hotel room)…

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Pinay Ads is a lifestyle/mommy blog founded on August 2008. Created to share bits and pieces of my life and family, Pinay Ads also has a wide array of interests including entertainment, gadgets, travelling, food, and many others.